Ecommerce Customer Support Specialist – Gorgias, Zendesk
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Job Description
Ecommerce customer support specialist managing Gorgias, AI self-service, and omnichannel care. Supporting a haircare brand’s orders, returns, logistics, and customer retention across Manila hours.
Responsibilities:
- Manage high-touch, multi-channel customer inquiries via Email, Live Chat, and Social Care across direct-to-consumer and retail/stockist channels
- Administer the Gorgias CX platform by building macros, tags, routing rules, and automations
- Track SLA and CSAT metrics
- Train and optimize Gorgias AI Agent and AI Shopping Assistant tools to improve self-service accuracy and reduce repeat ticket volumes
- Resolve complex ecommerce order, return, and logistics inquiries in collaboration with warehouse, 3PL, and internal stakeholders
- Analyze customer feedback, trends, and ticket data to provide actionable insights to Ecommerce, Marketing, and Operations teams
- Conduct proactive outreach to VIP customers and brand advocates to drive retention and customer lifetime value
- Report directly to the Australia-based Head of Ecommerce as part of the Marketing & CX team
Requirements:
- 2 to 4+ years of experience in Ecommerce Customer Experience, Digital Helpdesk, or Omnichannel Customer Support
- Strong hands-on proficiency with Gorgias or equivalent platforms such as Zendesk or Salesforce Service Cloud
- Solid experience managing orders, customer accounts, and inquiries within the Shopify ecosystem
- Demonstrated ability to manage live chat, ticketing systems, and social care channels concurrently
- Clear, warm, and empathetic written English skills
- Strong problem-solving skills
- Experience with NetSuite ERP for order fulfillment or Klaviyo CRM for email/SMS subscription data is a bonus
- Direct experience training AI-assisted customer support tools or managing Knowledge Base/Help Center content is a bonus
- Background in Beauty, Haircare, Personal Care, or Retail Consumer Goods (FMCG) industries is a bonus
- Must be a Philippine citizen
- Applications must be submitted in English
Benefits:
- HMO healthcare for you and your 1 dependent (with COVID insurance)
- 20 combined SL/VLs per year accrued from day one (you will have 10 accrued once you pass regularization)
- 13th-month bonus
- Government-mandated benefits
- Equipment will be provided
- Internet allowance
- Access to work in one of our Manila-based offices
- Member Wellness Program
- Paid birthday leave + birthday treat
- Welcome gift packs
- Work anniversary gifts
- Year-End Party + Christmas hamper
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